OnCall Voice User Guide-v16-copy - TRACI

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OnCall VoiceUser GuideRevision 16 - Last Updated January 16, 2020By, Pedro Tomas 2020 TRACI.net

Welcome To OnCall Voice! . 3About This User Guide . 3Supported Devices . 3Need More Help? . 3PBX Features. 4Extension Types . 4Company Directory . 4DISA (Direct Inward System Access) . 4ECP/IVR . 4Listen Only . 4Live Answer . 4Meet Me Conference Room . 5Ring Group . 5Transfer Box . 5Voicemail Box . 5Voicemail Box Notification Options . 6Email Notify . 6SMS/Text Message Notify. 6Call Out Notify (Optional feature – No Additional Cost) . 6Call Alert Notify (Optional feature - 5/month/seat) . 6Call Forward Live Calls To Cell Phone. 6Calling Features . 7Placing Calls. 7Receiving Calls. 7Receiving Call Options On Digium Phones . 7Receiving Call Options On Polycom Phones . 7Redialing a Number. 8Placing a Call on Hold . 8Call Transfer . 8Call Transfer Options On Digium Phones . 8Call Transfer Options On Polycom Phones . 8Conference Calls . 9Call Parking . 9Intercom (*80) . 9Paging (*81) . 9Contact Lists/Rapid Dial Lists . 9Voicemail . 9Setting Phone Status . 10Phone Status Options On Digium Phones . 10Phone Status Options On Polycom Phones . 10Extension Management User Portal . 11Call Processing Management . 12Call Forwarding. 12Find Me, Follow Me . 12Voicemail Notifications Management . 13Voicemail Quick Reference Guide. 152

Welcome To OnCall Voice!TRACI.net is proud to present our latest voice offering – OnCall Voice. OnCall Voice is a fully managedvoice solution that includes the most popular call features for individuals and small business such asAuto Attendants, Ring Groups, Call Parking, Music On Hold, Voicemail-To-Email and much more at anaffordable price point.About This User GuideThis User Guide is designed to explain how to use the OnCall Voice system. Step by step instructions areprovided to perform the most common tasks.Supported DevicesThe following devices are supported on the OnCall Voice platform:- Digium D60, D62, D65 Series IP Phones (Recommended)- Digium D40, D50, D70 Series IP Phones- Polycom VVX Series IP Phones (basic functionality)- Polycom Soundpoint IP Series Phones (basic functionality)- Cisco SPA 303, 504, 525 Series IP Phones- Cisco SPA 112 SIP Adapter- Bria Stretto Softphone for iPhone, Android, Mac, or PCNeed More Help?OnCall Voice is fully managed and supported by the TRACI.net Support team. If any changes to yourOnCall Voice system need to be made, or if something is not working like you would like it to, simplysubmit an Email to [email protected] or give us a call at 1-800-881-8899 option 2 and let us know howwe can assist you. Our professional staff will be able to assist you in getting your needs addressed. Wehope you enjoy your new service and thank you for being our customer!3

PBX FeaturesExtension TypesThe OnCall Voice PBX platform provides the following 9 extension types that can be used to build a dialplan:Company DirectoryThe Company Directory extension type allows an incoming caller to spell the first or last name of a useron the system to be able to reach their extension. By default, all user extensions are included in thecompany directory. If you have a user that would like to be omitted from the directory, simply requestthat the user be hidden from the company directory by sending a support request to [email protected] (Direct Inward System Access)The DISA (Direct Inward System Access) extension type allows an incoming caller to authenticate via apre-determined PIN to enable outbound dialing from the PBX as if the user was calling from the office.The PBX caller ID will be passed instead of the incoming caller’s phone number. This will allow users tocall customers back from the office caller ID, even when they are not in the office. This extension typecounts toward the seat count on your account.ECP/IVRThe ECP (Enhanced Call Processing) / IVR (Interactive Voice Response) extension type allows for autoattendant functionality complete with a main greeting and customizable options ranging from 0 – 9 aswell as the # key. Each option can be programmed to either dial a local extension, send the caller to aspecific voicemail box, or send the caller to an external phone number. ECP/IVR extensions can also beset to rollover to another extension, voicemail, or external number if nothing is selected. The maingreeting can be updated by pressing * during greeting playback, followed by the ECP password and thenpressing 0 and then 1. Simply follow the prompts to record a new greeting.Listen OnlyThe Listen Only extension type is just like the ECP/IVR extension type except that it does not provide thecustomizable options 0-9 or the # key. It is simply an extension type that plays a greeting in listen-onlymode. The Listen Only extension can also be set to rollover to another extension, voicemail, or externalnumber after the greeting is played. The main greeting can be updated by pressing * during greetingplayback, followed by the Listen Only password and then pressing 0 and then 1. Simply follow theprompts to record a new greeting.Live AnswerThe Live Answer extension type is used to connect a phone to the system and includes all thefunctionality of a Voicemail box as well if the user does not answer the phone before the ring timeout isreached (defaults to 20 seconds, but that value can be adjusted). In addition to having calls sent tovoicemail, the Live Extension type also supports calls rolling over to another local extension or anexternal phone number if the ring timeout is reached. This extension type counts toward the seat counton your account.4

Meet Me Conference RoomThe Meet Me Conference Room extension type is used to provide a private, PIN-protected, way to allowmultiple callers to speak together at the same time. Each Meet Me Conference room defaults to amaximum of 5 simultaneous users. Meet Me Conference Rooms can roll over to another extension,voicemail, or external number if the maximum user count is exceeded.Ring GroupThe Ring Group extension type is used to ring a group of Live Answer extensions at the same time for aset ring duration (default is 20 seconds, but that value can be adjusted). Ring Groups can roll over toanother extension, voicemail, or external number after the ring timeout is reached.Transfer BoxThe Transfer Box extension type is used to route calls to another extension, voicemail, or externalnumber. An optional Time-Based Exception Rule can be enabled on a transfer box to route calls to analternate target based on Time of Day, Day of Week, Day of Month or Month of the Year.Voicemail BoxThe Voicemail Box extension type is used to allow callers to leave a voicemail message that can then bedelivered via one of the Voicemail Notification Options listed below. This extension type counts towardthe seat count on your account.5

Voicemail Box Notification OptionsEach Voicemail Box on the OnCall Voice system can notify users of new calls/messages in 5 differentways:Email NotifyIf the user’s Email address is assigned to a voicemail box, the user will receive an Email alert thatcontains the caller information, timestamp and an audio wav file of the voicemail message in its entirety.SMS/Text Message NotifyIf the user’s cell phone number AND cell phone carrier is assigned to a voicemail box, the user willreceive an SMS alert that contains the caller information and timestamp of the voicemail message.Call Out Notify (Optional feature – No Additional Cost)If enabled, the Call Out Notify option will send a single alert via SMS/Text Message immediately and alsocall the user at their cell phone number when a new voicemail message is left in their mailbox. Once theuser answers the phone, they are instructed to press 1 to be connected to their voicemail box to log inand listen to their messages. The user can also select to only receive the call at their cell phone insteadof getting both the SMS/Text Message and the cell phone call notification. This no-cost feature must berequested to be enabled as it is not on by default.Call Alert Notify (Optional feature - 5/month/seat)Just like Call Out Notify, except with Call Alert Notify enabled, the SMS/Text Message alerts are deliveredimmediately and the call to the user’s cell phone to alert them of a new message takes place eachquarter hour if the new voicemail message is not retrieved before the next quarter hour. For example, ifa voicemail message is left in a mailbox at 12:38pm, an SMS/Text Message alert is sent to the userimmediately to alert them that they have a voicemail message waiting. If the user does not retrievetheir voicemail message before 12:45pm, the system will call the user’s cell phone to let them know thatthey have a message waiting and prompt the user to press 1 to be connected to their voicemail box tolog in and listen to their messages. The user can also select to only receive the call at their cell phoneinstead of getting both the SMS/Text Message and the cell phone call notification.Call Forward Live Calls To Cell PhoneIf selected, incoming calls directed to the user’s extension will be re-directed immediately to the user’scell phone number specified so the user can answer the call live.Regardless of which Voicemail Notification Option is chosen, each user has the ability to manage theirnotifications through an easy-to-use web interface that is accessible from any computer or mobiledevice. Details of this web interface can be found on page 11.6

Calling FeaturesPlacing CallsSelect a line key or pick up the handset and dial the number you wish to call. After entering in thenumber you wish to dial, you can also press DIAL (Digium and Cisco phones) or SEND (Polycoms Phones),depending on the device you are using. Domestic US/Canada dialing format is (area code) 7 digits.Receiving CallsWhen the phone is ringing, pick up the handset, press the speakerphone button, or press the answerbutton, depending on the device you are using.Receiving Call Options On Digium PhonesIf you are using a Digium phone, you can also press one of the softkeys while the phone is ringingto perform the following actions on the call:AnswerPressing this will answer the call.IgnorePressing this will send the caller to the next step of your call rule.TransferPressing this will allow you to initiate a call transfer while the phone is still ringing, allowing youto transfer the call without answering it first. Simply press Transfer, enter the number you wishto send the call to and then press Transfer again.Send VMPressing this will send the caller to the VM box matching the extension number of the phone.Receiving Call Options On Polycom PhonesIf you are using a Polycom phone, you can also press one of the softkeys while the phone isringing to perform the following actions on the call:AnswerPressing this button will answer the call.RejectPressing this button will stop the phone from ringing and the caller will be sent to the next stepof your call rule.ForwardPressing this button will allow you to initiate a call transfer while the phone is still ringing,allowing you to transfer the call without answering it first. Simply press Forward, enter thenumber you wish to send the call to and then press Forward again.7

Redialing a NumberPressing the Digium phone redial button shown below will redial the last number you called:*Other phone models will have a similar button that should operate the same way.Placing a Call on HoldPressing the Digium phone hold button shown below will place the current call on hold:*Other phone models will have a similar button that should operate the same way.Call TransferCall transfer allows you to send a call to another extension, voicemail or phone number.Call Transfer Options On Digium PhonesIf you are using a Digium phone, you can perform the following types of transfers:Assisted TransferDuring a call, press the Transfer button. Enter a number or press the Contacts softkey to find anumber. Press the Dial softkey. When someone answers, inform them of the call to betransferred. Press the Transfer softkey, and the transfer is completed.Blind TransferDuring a call, press the Transfer button. Enter a number or press the Contacts softkey to find anumber. Press the Transfer softkey, and the transfer is completed.Transfer To Voicemail (*88)During a call, press the Transfer button. Enter *88 and the extension of the voicemail box youwant to send the caller to (ie. *88101). Press the Transfer softkey, and the transfer is completed.Call Transfer Options On Polycom PhonesIf you are using a Polycom phone, you can perform the following types of transfers:Assisted TransferDuring a call, press the Trnsfer or Transfer softkey. Enter a number that you wish to transfer to.Press the Send softkey or wait for the number to connect. When someone answers, inform themof the call to be transferred. Press the Trnsfer or Transfer softkey, and the transfer is completed.Blind TransferOn a Polycom SoundPoint phone, during a call, press the Trnsfer softkey followed by the Blindsoftkey. Enter a number that you wish to transfer to. Press the Send softkey, and the transfer iscompleted.8

If using a Polycom VVX model phone, during a call, press the Transfer softkey followed by theMore softkey in the upper right of the screen, followed by the Blind option. Enter a number thatyou wish to transfer to. Press the Green send softkey or wait for the number to connect, and thetransfer is completed.Transfer To Voicemail (*88)On a Polycom SoundPoint phone, during a call, press the Trnsfer softkey followed by the Blindsoftkey. Enter *88 and the extension of the voicemail box you want to send the caller to (ie.*88101). Press the Send softkey, and the transfer is completed.If using a Polycom VVX model phone, during a call, press the Transfer softkey followed by theMore softkey in the upper right of the screen, followed by the Blind option. Enter *88 and theextension of the voicemail box you want to send the caller to (ie. *88101). Press the Green sendsoftkey or wait for the number to connect, and the transfer is completed.Conference CallsDuring a call, press the Conference (or Confrnc) softkey. Dial the third participant’s number, or useContacts. Press the Conference (or Confrnc) softkey to connect all participants. To split a conferenceinto separate calls with each participant, press the Split softkey and select the participant to drop fromthe call.Call ParkingIf using a Digium phone, during a call, press a Call Park line key to park the call which will make the CallPark line flash red. Then you or a coworker can answer the call from any phone by pressing a flashing redCall Park line key to retrieve the call.Intercom (*80)If you wish to intercom an extension on your system with 2-way audio, you may do so by dialing *80 andthe 3 digit extension number you wish to intercom. For example, to intercom ext 101, dial *80101.Please note that the intercom feature has a 2-minute time limit.Paging (*81)If you wish to page an extension on your system with 1-way audio, you may do so by dialing *81 and the3 digit extension number you wish to page. For example, to page ext 101, dial *81101. You may alsopage a ring group extension if you wish. Please note that the paging feature has a 1-minute time limit.Contact Lists/Rapid Dial ListsContacts are used for rapid dialing, and for finding detailed information about someone. You can useContacts from within Transfer or Conference. On a Digium phone, to see the Detail page for a contact,press the Show softkey in a list of contacts.VoicemailPressing the Digium phone messages button shown below will connect you to your voicemail box:*Other phone models will have a similar button that should operate the same way.9

Setting Phone StatusYou can set your phone on Do Not Disturb when you do not want to receive calls or you can set yourphone to forward calls to another number.Phone Status Options On Digium PhonesIf you are using a Digium phone, you can set the following status types:Do Not DisturbPressing the Status softkey on your Digium phone will toggle the Do Not Disturb setting on yourphone. Press it once and your phone will be set on Do Not Disturb. Press it again and the phonewill return to normal, available status.Call ForwardingPressing More, Forward and entering the 3 digit extension or 10 digit phone number you wish toforward calls to, followed by pressing Set, will enable call forwarding on your phone.Pressing More, Forward, Off will disable call forwarding on your phone.Phone Status Options On Polycom PhonesIf you are using a Polycom phone, you can set the following status types:Do Not DisturbOn SoundPoint phones, press Menu, Features, Do Not Disturb to enable Do Not Disturb.Repeating this will disable Do Not Distrub.On a VVX phone, press Home, Settings, Features, Do Not Disturb, Enable to enable Do NotDisturb. Press Home, Settings, Features, Do Not Disturb, Disable to disable Do Not Disturb.Call ForwardingPressing Forward, Always and entering the 3 digit extension or 10 digit phone number you wishto forward calls to, followed by pressing Enable, will enable call forwarding on your phone.Pressing Forward, Always, Disable will disable call forwarding on your phone.10

Extension Management User PortalEach user can manage the most common settings of their extension at any time by logging into theOnCall Voice User Portal located at http://www.oncallvoice.comTo login, the user will enter in their extension number, account code and web password. Once logged into the User Portal, the current extension settings are displayed on the screen. For online help with eachscreen in the User Portal, simply click the blue question mark next to the section title.If you do not know your extension number, account code or web password, please [email protected]

Call Processing ManagementEach user has the ability to manage the following two features of the call processing rules for theirextension:- Call Forwarding- Find Me, Follow MeCall ForwardingTo enable call forwarding on your extension to an external phone number, simply select CALLFORWARDING from the CALL PROCESSING menu in the User Portal. Once you are on the “CallForwarding Settings” page, you can enable call forwarding and specify the 10-digit external phonenumber you wish to forward your calls to by filling out the form and pressing SAVE CHANGES.Find Me, Follow MeTo enable Find Me, Follow Me on your extension, a feature that allows the system to reach you atmultiple numbers in a specific order, simply select FIND ME, FOLLOW ME from the CALL PROCESSINGmenu in the User Portal. On that page, you can enable the feature and specify whether you would likethe caller to record their name so it is announced when the system tries to reach you. You can then addmultiple external phone numbers where the system should try to reach you.12

Voicemail Notifications ManagementTo make a change to your extension’s voice mail notification settings, simply press the NOTIFICATIONSlink button to access the “Voice Mail Notifications Settings” page. On this page, you can set the emailaddress where voicemail notifications are to be sent to (if desired) as well as the cell phone number andcell phone carrier where the system should direct Call Out or Call Alert notifications to and/or SMS TextMessage notifications as well.If email notification is not enabled, the Email Notify is disabled for the mailbox. Likewise, if cellularnotification is not enabled, the Call Out Notify and Call Alert Notify are disabled. If cellular notification isenabled, and a cell phone number is entered, and the cell phone carrier is NOT selected (ie. SMS/TextDisabled is selected), the Call Out Notify and Call Alert Notify will call the cell phone number if themailbox is enabled with those features, however, the system will not send an SMS/Text Message.In the following example, the user will receive Email notification as well as a cell phone call when a newvoicemail is received (no SMS/Text Message notification will be received):13

In the following example, the user will receive Email notification as well as a cell phone call and anSMS/Text message when a new voicemail is received:After the user saves the changes by pressing the SAVE CHANGES button, an extension summary will bedisplayed with the call processing rules and the notification options currently enabled for the extension:NOTE: If you would prefer to receive an SMS/Text Message notification without the phone call to yourcell phone, simply request Call Out Notify and/or Call Alert Notify be disabled for the mailbox byemailing [email protected] and if you set your notification settings to a cell phone number WITH a cellphone carrier, SMS/Text Notifications will take place without the call to the cell phone.14

Voicemail Quick Reference Guide15

Jan 16, 2020 · - Digium D60, D62, D65 Series IP Phones (Recommended) - Digium D40, D50, D70 Series IP Phones - Polycom VVX Series IP Phones (basic functionality) - Polycom Soundpoint IP Series Phones (basic functionality) - Cisco SPA 303, 504, 525 Series IP Phones - Cisco SPA 112 SIP Adapter